“I ordered at the last minute and was very concerned about the food's arriving on time. I spoke with customer service, who were helpful and reassuring. Thank you for employing polite and professional humans!”
“Description of product was spot on when it arrived at my house. I was impressed that it shipped and I received it so quickly! It arrived two days earlier than I was told it would.”
“I ordered a strayberry rubarb apple pie. I did not get it. To get one you have to get a claim # and submit it to a shipping insurance company. I never gave permission for shipping insurance...This was for Thanksgiving....I also ordered the honey carrots. That was horrible....”
We er so sorry for this experience, someone from Customer Support has reached out to you. We are so sorry that your initial order was missing the item you ordered, we want to make this right so look for communication from us. I believe our Customer Service agent misunderstood the issue, and for that we are sincerely sorry to have inconvenienced you.
Team Mackenzie Limited
“I was a bit disappointed with your company. My son moved to Iowa and it was his first thanksgiving on his own without friends or family. I places an order to be delivered in time for thanksgiving but it was delayed twice and got there aftger thanks giving. The food was reported to be very good, but sadly was not on time.”
We are so sorry for this experience. We fully share your frustration, it appears this order shipped on time and with the service level to arrive before Thanksgiving. I see UPS did indeed take longer that they should have to get this to you, it was shipped with priority overnight service and they took 3 days to delivery it. We absolutely want all our shipments to deliver on time, and I can only apologize on behalf of UPS that they let us both down here. Someone from Customer Service will reach out to you directly.
Team Mackenzie Limited
“Just received order, 4 hours after the delivery window. One of the packages (sweet potato casserole )arrived with no outer packaging and no directions for preparation. Since the items ordered will not be prepared for several days, we can't speak to the issue of food quality at this time. We will provide further feedback (if you wish to receive it) after the party for which the food was ordered. Gave rating on an interim basis”
Thank you for your feedback, someone from Customer Service has reached out to you to resolve this, the sweet potato casserole surely should arrive with a box, as well as clear labelling that includes preparation, ingredients, and a nutritional panel.
Thank you!
Team Mackenzie Limited
“I sent the dinner for two selections to my children for their Christmas gift. They received them within days and are excited to enjoy a dinner "in" this winter. Great idea for young couples who buy what they need making it hard to shop for them.”
“I am rating you a 3 on my most recent shipment . In the past, I would have rated you a 5. I have been ordering for a few years and everything has been perfect. However, I placed an order for $244.00 recently and there wasn't any dry ice. It is usual to have dry ice in my shipments. I understand how the dry ice is packaged from previous shipments. Plasic bags of dry ice. No dry ice in my box which said 5 kg of dry ice. And, even if not in plastic bags, it wouldn't have evaporated in 2 days, Fortunately, I was home when the box came and the items were still partially frozen. However, here's my complaint. I contacted customer support. The rep was very helpful. I was concerned because I had ordered some more food items to be sent to southern CA in the DESERT and was worried that the items wouldn't include dry ice. Since the items hadn't been shipped, she sent a message to make sure dry ice was included. However, here's my complaint. She sent a message about my lack of dry ice to someone in your organization, and all I got was an explanation of how dry ice evaporates. No apology for the mistake. There wasn't ANY dry ice in the shipment to me. No evidence of dry ice,”
Thank you for the feedback. If your order was not in good condition upon receipt, we will gladly replace this right away for you. Customer Service will reach out to you right away, directly to ensure that you have what you need.
We are so sorry for any frustration on this order!
Team Mackenzie Limited
“Sent the food to Florida too early. Not the expected date I asked for. I know it’s your policy to ship early due to weather conditions but, the food was almost defrosted and it’s for 25 December. Thank you.”
Thank you for alerting us to this. I did look at this order and it appears that you ordered this to ship right away, I show the order was ordered with the deliver commitment of "on or before 12/6". Someone from Customer Service will reach out to you right away to ensure the food is in good condition.
Team Mackenzie Limited
“The ribs we had were EXCELLENT!!!! I think they are the best I have had. My sister was visiting us and she even wanted to get some delivered to her when she gets back home. Excellent choice!!!”
“Shipped to the wrong address. I called within minutes of placing my large order on 12/1 to correct the ship to address. But that did not happen. Attempts to redirect with UPS did not work because they claimed the sender would not allow it, although I paid the $19.95 extra for premium service. I talked to you on 12/3 to ask you to let USP re-direct the package and the very nice lady chatted with her supervisor who said there was nothing you all could do. Your representative was trying be helpful and gave me a case number, but that onlys might solve a future problem. Hopefully the product is as good as previous orders.”
